Senior Service Desk Analyst & Customer Support Expert

ASM Research, An Accenture Federal Services Company; Honolulu (HI); On-site; USD 52,000 - 78,000; Full time

Job summary

ASM Research, An Accenture Federal Services company, seeks a customer service professional to support inbound and outbound calls, emails, and web chats for government clients. You will log cases, research statuses, and provide solutions while ensuring SLA adherence and high customer satisfaction.

The role includes mentoring junior team members, reviewing workloads, and driving process improvements. A strong focus on accuracy, communication, and calm performance under high call volume is

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Responsibilities

• Support inbound calling, email, web chat and/or mail inquiries.
• Log cases and update case records in a web-based agent desktop.
• Research status of requests and applications for customers.
• Provide information and long-term solutions to customer service issues.
• Train new customer service specialists and mentor staff.
• Adhere to client SLA and quality guidelines.

Skills

Customer-focused

Communication skills

Adaptable

Detail-oriented

Active listening

Problem solving

Education

Associate's Degree preferred

Equivalent experience

Job description

ASM Research, An Accenture Federal Services company, seeks a customer service professional to support inbound and outbound calls, emails, and web chats for government clients. You will log cases, research statuses, and provide solutions while ensuring SLA adherence and high customer satisfaction.

The role includes mentoring junior team members, reviewing workloads, and driving process improvements. A strong focus on accuracy, communication, and calm performance under high call volume is